| Acqueon
iQ has the following features built into its Voice Media
module:
Differentiated Features
Inbound Call Features
Transfer Call Features
Outbound Call Features
Differenciated Features
Add Notes |
Agents can
add notes for their reference in a notepad and
save it for later reference. |
Diagnosis |
Informs
the agent about the current configuration of the
agents desktop. In case of any error, the same
is shown in the diagnosis. |
Last Customer Interaction |
Agents can
view the previous interactions of the customer
across channels in the Last Customer Interaction.
|
Administration |
The administrator
through the Admin link can avail various options
like configuring skills, channels rule sets etc. |
Business Activity Manager |
BAM
gives real-time performance of an agent/contact
center. |
Call Virtualization Manager |
CVM displays
all the call/voice requests/sms currently waiting
in the queue to be serviced. |
Acqueon iQ Reports |
Acqueon
iQ reports give a detailed analysis of contact
center performance in real time. |
Inbound Call Features
Universal
Queuing Engine |
The
universal queuing engine performs the role of a
soft ACD and routes the request of an incoming voice
request to the best available agent. |
Agent
Desktop |
When
an agent logs in with the authenticated credentials
the agent desktop pops up. |
Log In |
The
agent gets a log in form through which the agent
is supposed to authenticate himself with the assigned
user id and password. |
Accept
Request |
When
an agent gets a voice request, the agent can accept/reject
the voice request. |
End
Voice Call |
To
end a voice conversation, the agent has to click
on End Call. |
Wrap
Up |
Once
a call is ended, the agent is in wrap up mode to
enter wrap up comments and description. |
Transfer Call Features
Transfer/Conference
To Next Level |
The agent can
transfer the voice conversation to another agent/supervisor
of a different skill set by selecting the Transfer/Conference
feature on the soft phone.
|
Customer
Request Modifier (Settings) |
This option helps the agent to
change the skills of a call and transfer/conference
it to another agent/supervisor. |
Transfer/Conference
To Buddy |
The agent
can transfer the voice request to another agent
who has been added as a buddy by selecting Transfer/Conference
in the buddy options.
|
Instant
Messaging |
Agents can have out of band voice
session by selecting Send Instant Messaging in the
buddy options. |
Buddy
Options |
Agents can add other agents across
skills/contact centers as their buddies and perform
a variety of options like transfer call, conference
call etc. |
Transfer/Conference
To Buddy |
The agent can transfer the chat
conversation request to another agent who has been
added as a buddy by selecting transfer/conference
in the buddy options. |
Outbound Call Features
Make
Call |
Agents
through this option would be able to make outbound
calls. |
|
Send E-mail
|
Agents can
send outbound e-mails through Acqueon iQ editor
directly by selecting the Send E-mail.
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